Desktop Support Engineer

Dextermind Technologies Limited is seeking a Desktop Support Engineer to deliver on-site second line technical support for a client office in Concord, NC. This role supports day-to-day local IT services across hardware, software, and communications infrastructure, while keeping documentation current and contributing to incident management and enterprise desktop improvements. You will operate as a site contact, coordinate with stakeholders, and help ensure the local team can deliver reliable support to legal teams and business services employees.

Role overview

The IT Department’s responsibility is to provide technology and support that enables fee earners and business services employees to work efficiently internally and with their clients. Within IT, the Global Local IT Manager oversees local delivery, and the Local IT Team provides on-site support for functions located in the client’s office. This position focuses on troubleshooting, equipment support, service delivery, and maintaining knowledge resources for the enterprise.

On-site second line responsibilities

• Provide onsite second line technical support to the client’s office.
• Troubleshoot hardware, software, and communications infrastructure, including documenting continually evolving processes and workflows.
• Serve as a site contact, oversee team tasks, and manage stakeholder expectations effectively.
• Apply senior technical troubleshooting skills to resolve complex issues and train and mentor Desktop Analysts.
• Take initiative by following up on issues, projects, and deadlines.
• Prepare and maintain technical documentation and knowledge articles used across the enterprise.
• Contribute to delivery of Local IT support services, including:
• Build, configuration, installation, relocation, troubleshooting, and maintenance of IT hardware and software (applications, laptops, desktops, peripherals, printers, and multifunctional devices).
• Mobile device support for iPhone and iPad.
• Installation, maintenance, and troubleshooting of telephony equipment including handset, switch, and voicemail administration.
• Planning, coordination, and execution of office and desk moves.
• Meeting room technical support including Video Conferencing, Webex, Webinars, and presentations.
• VIP Support, conference support, and hearing or litigation support.
• Liaison with other IT support departments (for example, Network Ops and Client Computing).
• Support user training in technology as required.
• Work with vendors or other technical resources to troubleshoot desktop support issues.
• Research and support enterprise desktop solutions using industry-standard tools, for example Microsoft System Centre (and other applicable products).
• Document and audit customer interactions in the incident management system, including asset management.
• Partner with central IT teams including the IT Service Desk to improve speed and clarity of local IT support requests.
• Undertake local projects required by the office.
• Be available for shift work, weekends, and on-call as required.

Required experience and skills

• Desktop support: 4 years (Required)
• Strong focus on delivering outstanding customer experiences.
• Excellent face-to-face and telephone communication skills.
• Self-driven, results-oriented approach with a positive outlook and high-quality focus.
• Professional credibility with internal customers, external service providers, and stakeholders.
• Ability to understand and explain metrics, and generate metrics from existing measures.
• Working knowledge of the Asset Management life cycle.
• Proficient English language skills.
• Proven team player experience, preferably in a professional services organisation.
• Exceptional attention to detail with a passion for continuous improvement.
• Ability to promote and demonstrate new technologies to end users.
• Broad technical exposure including (but not limited to): PC architecture, Azure Virtual Desktop, Microsoft Suite applications, ITIL (certifications or foundation qualified), Microsoft System Centre, and AppSense support experience.
• Experience supporting Windows 10 and Windows 11, and laptops/desktops.
• Understanding of matter-centric document management systems and document comparison tools.
• Experience with patching and cabling, following defined cable management plans.
• Exposure to litigation-related IT systems (document review, discovery tools, etc.).
• Exposure to tablet and smartphone devices.
• Experience supporting and maintaining telephony systems.
• Ability to set up basic network infrastructure, including basic data and voice communications networks (ISDN-2, ISDN-30, leased circuits, VOIP) and basic TCP/IP networking configuration.
• Experience managing wired and wireless networks.
• Experience setting up and maintaining loan equipment and completing internal user moves including phones.
• Ability to create purchase requisitions for IT hardware and software.
• Clear and concise written and oral communication skills.
• Ability to build working relationships at all levels and remain resilient and calm under pressure.
• Demonstrates initiative, sound judgement, and takes ownership of learning and development.
• Integrity and a problem-solving, solution-focused mindset.
• Comfort working across cultural boundaries.

Technologies you will work with

• Microsoft System Centre
• Microsoft Suite of Applications
• Azure Virtual Desktop
• Video Conferencing
• Webex and Webinars
• ITIL
• AppSense
• Windows 10 and Windows 11
• iPhone and iPad
• ISDN-2, ISDN-30
• VOIP
• TCP/IP
• Matter-centric Document Management systems
• Document comparison tools

Compensation and work location

• Location: Concord, NC 28027 (In person, Required)
• Pay: USD 3,500 - 3,800 per month
• Employment type: contract
• Experience required: 4 years (Minimum)

Contract confirmation

• Are you willing to work on 1099 contract type?
• Have you reviewed the salary per month and the job description?